Fault report

Please complete the form below and include as much information as you can. We will respond as soon as we can.

Please note that this mailbox is monitored during office hours only (i.e. 9am to 5pm Monday to Friday) and during those hours is checked at least every two-hours. If you need a more urgent response, please report the problem by telephone using the appropriate number below. No need to listen to the whole message, just select Option 1 as soon as your call is answered and you will be put straight through to our Admin Team.

This Privacy Statement (the 'Statement') explains the personal information we collect from you, either directly or indirectly, and how we will use it. Personal information is any information that can be used to identify you or that we can link to you.

The Statement also elaborates on the choices you can make about the data we collect, and how you can control these decisions. It applies to all products and services offered by Fuzion 4. Please read this Statement carefully to understand how we collect, use and share your personal information. The terms 'we', 'us', or 'Fuzion 4' are each intended as reference to Fuzion 4 Ltd.

The types of personal information we collect

Information you provide to us

We collect information you voluntarily provide to us, such as your name, address, phone number and email address; for instance, when you accept a quotation for installation or maintenance.

Information we collect automatically

If you have a system with remote signalling through to our Alarm Receiving Centre (ARC), data logs will be kept at the ARC regarding alarm events, fault events and other system activity.

Other than the above, at this time, we do not collect data automatically and have no plans to do so in the foreseeable future. You will be kept informed of any change to this situation.

Information obtained from other sources

At this time, we do not collect data from other sources and have no plans to do so in the foreseeable future. You will be kept informed of any change to this situation.

Information of children

It is not intended to attract customers under the age of 18 and, although visitors of all ages may navigate through our websites, we do not knowingly collect or request personal information from those.

Customer Interactions with Fuzion 4

To make the information in this Statement easy to understand, we have highlighted different occasions when Fuzion 4 could potentially collect personal information from customers. The customer interactions with Fuzion 4 are broken down into the following segments:

Learning about Fuzion 4

As you gather more information about Fuzion 4, you may virtually or physically visit a site that we own. Examples include browsing our website, calling our in-house admin or sales team or physically visiting a Fuzion 4-owned office. To learn more about Fuzion 4 Products, you may voluntarily provide personal information, such as your name and email address during these interactions. We may also collect information about you online via cookies or similar technologies when you visit our websites.

We collect: name, email address, IP address, and information provided by cookies or similar technology.

Why: We use this to provide you with information about products and services offered by Fuzion 4. Additionally, the IP address helps us to understand geographic information about our websites visitors better, so that we can improve our websites for everyone. It is our legitimate interest to process your personal data for these purposes.

Buying Fuzion 4 Products & Services

Once you have decided to accept a quotation or otherwise purchase a Fuzion 4 product or service, customers can choose from various methods of payment available. When you buy from us, you may be asked to provide information so that we can complete your purchase.

Why: We use this information to complete your transaction, carry out any follow up with you about your purchase and help with any service delivery issues. Processing your personal data for this purpose is necessary for the performance of the agreement we have with you. If you choose to pay ongoing maintenance costs by Direct Debit, we will also store relevant bank details. Please note, we do not store any payment or credit card information other than the receipt printed by the card machine, which we are legally required to keep for accounting records. In any case, we never store the 3-Digit Security Code.

Functional Data:

This data is absolutely necessary for your Fuzion 4 system to perform its basic functions in a secure way and you will not be able to opt out from this data collection or processing if you want to continue to use our Fuzion 4 services.

We collect:

System data. This data may include system component information, such as product type, product serial numbers, software versions, item location and coverage, performance data from system commissioning and servicing etc.

Why we collect Functional Data: We collect this information to help ensure that your system is working properly, to provide you with customer support. We also collect this information to guide improvements in our product and services and customer support decisions, which is our legitimate interest.

Additional Usage Data

In order to improve your experience with Fuzion 4 systems and services and to ensure that we meet the ongoing needs and expectations of our customers, we collect the following Additional Usage Data. You will not be able to opt out from this data collection or processing if you want to continue to use our Fuzion 4 services.

We collect:

Performance Information. This may include things like your system History Log or, if you have a system with remote signalling to our Alarm Receiving Centre (ARC), the History Log at the ARC.

Activity Information. This may include data on setting and unsetting of systems and system fault or alarm events.

Why: We collect this information so that we can ensure Fuzion 4 systems are functioning properly. Such information may be downloaded during remote system servicing or by an engineer on-site to assist with fault finding and rectification.

How we use Personal Information

Fuzion 4 uses the data we collect to provide you with the Products and Services we offer, which includes using data to improve and personalise your experiences. We also use the data to communicate with you, for example, informing you about your account, engineer visits, new or enhanced products or services available.

Fuzion 4 uses the data for the following purposes:

Providing our Product Experience

Customer Support

Product Improvement

Security, Safety, and Dispute Resolution

Business Operations

Communication, Marketing and Advertising

Providing our Product or Service Experience

We use data to provide, operate, support and improve the Fuzion 4 Products and Services we offer to ensure our customers are able to make best use of the system installed or maintained. This processing is necessary for the performance of the agreement we have with you.

Customer Support

We use data to respond to customer enquiries, diagnose system problems, carry out repair works and provide other customer care and support services. This processing is necessary for the performance of the agreement we have with you, as well as to serve our legitimate interest.

Product Improvement

We continually use data for research purposes and to develop and improve our Products and Services, including maintaining and improving the performance of customers’ systems, developing and adding new features or capabilities, such as customer SmartPhone Apps, etc., to determine what new features to prioritise. This processing is necessary to serve our legitimate interest.

Security, Safety and Dispute Resolution

We use data to protect the security and safety of our systems and our customers, to detect and prevent fraud, to resolve disputes and enforce our agreements. This processing is necessary to serve our legitimate interest.

Business Operations

We use data to develop aggregate analysis and business intelligence that enable us to operate, protect, make informed decisions, and report on the performance of our business. This processing is necessary to serve our legitimate interest.

Communication, Marketing and Advertising

We use the data we collect to deliver and personalise our communications with you. For example, we may contact you by email or by other means to inform you about new products or services, security or software updates, update you on support issues, invite you to take part in a survey. This processing is necessary to serve our legitimate interest.

How we may share Personal Information

We never have and never will sell personal information about our customers.

We only disclose your data as described in this Statement. We may share information with the following types of third parties.

Third Party Vendors

Fuzion 4 uses a variety of third-party vendors to carry out services like website management and hosting, Alarm Receiving Centre monitoring, Key Holding Services (e.g. our KeySure Service), shipping, credit card processing and email communications. We only share your personal data when absolutely necessary (and this is limited to only the data necessary to provide that service), to complete a transaction, provide a product or service you have requested or authorised and only with vendors or agents working on our behalf for the purposes described in this Statement. In this case, your personal information will be shared with these agents or contractors but only for the purpose of performing services on behalf of Fuzion 4 and in accordance with this Statement. It is our legitimate interest to process your personal data for these purposes.

Fuzion 4 - controlled affiliates and subsidiaries

We share information with Fuzion 4-controlled affiliates and subsidiaries for business purposes, such as, internal administration, promoting Fuzion 4 products and services and providing customers with our products and services. It is our legitimate interest to process your personal data for these purposes.

Compelled Disclosure

When legally required, strictly necessary for the performance of the services or to protect our rights, or the rights of our affiliates or users, we disclose your personal information to law enforcement authorities, investigative organisations, our affiliates or in legal proceedings.

Sale or Merger

We may share your personal information in the event of a merger, acquisition, or sale of all or a portion of our assets. In this instance, we would always notify you via email and/or a prominent notice on our website and inform you of your rights.

The Legal Bases for Using Personal Information

There are different legal basis that we rely on to use your personal information, namely:

Performance of a contract

The use of your personal information may be necessary to perform the agreement you have with us. For example, to complete your purchase of your Fuzion 4 system, to maintain your system, to respond to your requests, to arrange engineer visits and to make sure that your Fuzion 4 system performs its basic functions in a secure way.

Legitimate Interests

We may use your personal information for our legitimate interests. For example, we rely on our legitimate interest to analyse and improve our products and services and the content on our websites, etc., to send you notifications about software updates or information about Fuzion 4 products and services or to use your personal information for administrative, fraud detection or legal purposes.

Security, Storage and Retention of Personal Information We Collect

Security

Fuzion 4 is committed to protecting the security of your personal information. However, while we take reasonable precautions to guard the personal information we collect, no security system is impenetrable.

While no service is completely secure, Fuzion 4 takes precautionary measures to help prevent information about you from loss, theft, misuse and unauthorised access, disclosure, alteration and destruction. For example, we store the personal data you provide on computer systems that have limited access and that are in controlled facilities. We also ensure that any third-party data centre vendors provide adequate security measures.

Personal data collected by Fuzion 4 may be stored and processed in data centres located within the European Union. Fuzion 4 has put in place adequate mechanisms to protect personal information when it is transferred internationally, for example by using the Standard Contractual Clauses as approved by the European Commission.

Retention

Fuzion 4 will retain your personal information for as long as we deem it necessary to enable you to use your Fuzion 4 product, to provide services to you, to comply with applicable laws (including those regarding document retention), resolve disputes with any parties and otherwise as necessary to allow us to conduct our business. All personal information we retain will be subject to this Privacy Statement and our internal retention guidelines. If you have a question about a specific retention period for certain types of personal information we process about you, please send an email to dataprotectionofficer@fuzion4.co.uk.

Your Rights and Choices

Your Rights

We want you to be in control of how your personal information is used by us. Subject to English or European law, you can do this in the following ways:

you can ask us for a copy of the personal information we hold about you;

you can inform us of any changes to your personal information, or if you want us to correct any of the personal information we hold about you;

in certain situations, you can ask us to erase, block or restrict the personal information we hold about you, or object to particular ways in which we are using your personal information; and

in certain situations, you can also ask us to send the personal information you have given us to a third party.

Where we are using your personal information on the basis of your consent, you are entitled to withdraw that consent at any time. Moreover, where we process your personal information based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal information.

We rely on you to ensure that your personal information is complete, accurate and up to date. Please do inform us promptly of any changes to or inaccuracies in your personal information by contacting dataprotectionofficer@fuzion4.co.uk.

We will respond to your request as soon as possible but certainly within 30 days.

We are committed to working with you to obtain a fair resolution of any complaint or concern you may have about our use of your personal information. If, however, you believe that we have not been able to assist with your complaint or concern, you may have the right to file a complaint with the Data Commissioners Office.

Your Communication, Marketing and Advertising Preferences

You can opt out of receiving direct marketing communications from Fuzion 4 by following the instructions included in every email sent to you via the “Unsubscribe” tab. You can also opt out of email subscriptions by contacting dataprotectionofficer@fuzion4.co.uk.

We respect your choice, and we will stop sending you promotional emails once you unsubscribe.

Please note that, regardless of your communication settings, we will continue to communicate with you regarding changes to terms and conditions, policy updates, Fuzion 4 product software updates, routine customer service messages such as information about service visits, etc., delivery of products, service interruptions, data breaches or other significant information about a product or system you own.

Fuzion 4 may modify or update this Statement when necessary, to reflect customer feedback and changes in our Fuzion 4 products and services. Please review it regularly. When we update this Statement, we will revise the Issue number and Issue date at the top of the Statement. If there are material changes to the Statement or in how Fuzion 4 uses your personal data, we will inform you either by posting a notice of such changes, prior to them taking place, or by directly sending you a notification. We encourage you to regularly review this Statement to learn more how Fuzion 4 is using and protecting your information.